Why choose us
We leverage our diverse skills and our own experience of delivering transformed results to support other organisations to achieve the same.
We are passionate about delivering a legacy of better results.
We stick around until capability is built, benefits evidenced and improved results realised.
We work alongside our clients to collaboratively shape up strategies that will work for your organisation. We’re quick to understand what’s important to your organisation and we create a bespoke solution that meets your strategic priorities.
We’re business people, not technologists.
If there is one thing our clients tell us time and again, it is that we are incredibly adaptable.
Certifications and Panel involvement
- Certified Customer Experience Professional – CCXP
- Certified HBDI practitioner
- Prince 2 Practitioner, Certificate in Lean 6 Sigma from BeyondLEAN (UK)
- All-of-Government Consultancy Services panel of provider, appointed to provide services in Business Change, Human Resource, Operations Management and Risk
Our Team
Sue Atkins
Director
Sue has had extensive knowledge in customer experience transformation and has demonstrated the power of its methodologies to both increase revenue and reduce costs.
Sue has extensive knowledge of customer research and insight, service design, digital channels, contact centres, retail stores and customer proposition design.
Sue is renowned for her strategic foresight and being a catalyst for change.
(Certified customer experience professional – CCXP, Certified HBDI practitioner)
Mark Macdonald
Director
Mark has extensive expertise in customer experience process management that has demonstrated the power of focussing an organisation on improving customer outcomes in order to deliver operational excellence across complex customer and business end to end processes. Utilizing a mixture of commercial and operational expertise, he is experienced at delivering a range of different types of projects from product to market delivery, capability improvements through to Lean Six Sigma process improvement projects.
(Certified HBDI practitioner, Prince 2 Practitioner, Certificate in Lean 6 Sigma from BeyondLEAN (UK))
Sachin Jain
Managing Director – India
Sachin is a management consultant and a serial entrepreneur with an active presence on the board of several companies.
He carries many years of experience leading business transformation initiatives, shaping business strategies, leading customer experience transformation projects, streamlining Operations and building people capability.
Anna Hunt
UX Designer
Anna has a technical and design background, with over 9 years’ experience working across UX, change & training, and knowledge management roles. Anna redesigned Spark’s customer mobile support content, SKY’s help sites, and created change and training solutions for Fletcher Building’s SharePoint 2013 and Workday projects. She enjoys creating effortless experiences that provide business value, user-friendly interfaces, and achieving change readiness.
Annette Hamilton
Change Consultant
Annette is a skilled and qualified Change Manager, Project Manager, Learning Instructional Designer and Coach. She is also an award winning Plain English content writer. Annette has extensive Digital Implementation experience across Telecom, Fletcher Building and Vodafone. Annette has over 10 years of experience in corporate training. She is in her element when she is creatively designing material that engages the learner and inspires them to learn more.
At Connections, we understand that each of our clients have different and specific business goals and needs
We don’t provide predefined solutions and generic strategy packs on best practice. Instead, we take valuable steps to know your business first and then tailor a programme of work to deliver your specific goals.
Below are some examples of ways we have approached some programmes of work to deliver a legacy of better results.
How we approached a Digital programme of work from concept to delivery:
Helped define strategy
- Understood current state
- Defined optimal future state for the organisation, leveraging best practices
- Developed business requirements to support technology selection
- Developed programme plan and business case
Proof of concept
- Brought best practice alive in small area
- Began team capability build
- Enabled key stakeholders to understand strategy and benefits first hand
- Enabled refinement of implementation plan
Helped roll out programme
- Supported the team to establish the business model to support success
- Supported programme delivery through training, coaching and mentoring
In addition, we implemented benefits tracking, ROI calculations and benefit forecasting to support continuous improvement. An example of the type of support we provided is in our Benefits and Forecasting White Paper.
How we supported a client with Training to support a Technology launch
Understood client’s requirements
- Met with client’s Change Manager and Senior BA to undertand scope and timeline
- Understood Training Strategy and Adoption Plan
- Provided with full access to test system & brand guidelines
Developed solution alongside client
- Developed online tutorial, quick reference guides and avatar alongside client’s project team
- Agile and collaborative approach used to arrive at final solution
Tested and Implemented solution
- Completed UAT for Tutorial by visiting a number of users in various locations
- Collaborated with 3rd party Technology provider and project team to test and implement final solution
Contact us to learn more about how Connections can tailor a solution to your needs that will deliver you a legacy of better results.